CUSTOMER MAGAZINE – June 2016

For businesses, this means more options to reach out to their customers and prospects where they are - on Facebook (and on their mobile phones on Facebook). For those in customer service, meanwhile, the recent Facebook Platform announcement and some of the company's other recent news in this realm are a call to action. ...Read More >>>

FEATURES

Accolades

INTERNET TELEPHONY, TMC Name CRM Excellence Award WinnersDelivering a positive customer experience has become an important call to action for many organizations. Customer relationship management solutions can help businesses get there. Here are some of the solutions in the CRM space that deliver on that promise. We congratulate these companies, which CUSTOMER and its parent company, TMC, have named our 2016 CRM Excellence Award winners. - 07/28/2016

ROUNDUP

Surveys/Voice of the CustomerCustomer experience has become an oft-repeated phrase in business in the past few years. One obvious way businesses can get a better handle on the customer experience they deliver is by asking customers for their feedback via surveys or employing other voice of the customer efforts. - 07/28/2016

DELIVER

Thrive in the Self-Service Era with SearchAccording to Forrester Research, 72 percent of U.S. online consumers would rather use a company's website to answer their questions than contact them via telephone or email. People of all ages (not just impatient millennials) want their answers fast - within four hours - and they want to solve their problems in one interaction without talking to another person. - 07/28/2016

How Understanding Regional Nuances Can Give Your Business an EdgeCustomers from around the U.S. no doubt share common traits and preferences, including a universal interest in saving money when they shop. But an Excentus survey of 1,016 U.S. consumers about their loyalty program preferences and activities identifies unique regional differences that can help marketers, brand managers, customer service reps, and loyalty program professionals better target and communicate with their customers based on geography. - 07/28/2016

ENGAGE

How Personal is Personalized Marketing?Studies show that marketers who deploy marketing automation campaigns are finding it much more challenging to garner customer engagement. Email drip campaign statistics alone are scary. Of the 75 emails that hit the average person's inbox each day, more than 50 percent are promotional. In fact, the majority of those communications do not elicit any type of response at all. - 07/28/2016

Designing Winning Customer Experience in an Omnichannel WorldThe entire marketing world is talking about omnichannel, and for good reason. Companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement, according to Aberdeen Group. - 07/28/2016

Group Editorial Director, TMC
Erik oversees the editorial content and direction for all of TMC. Erik has contributed literally thousands of features during his 5-year tenure, with a focus...Read More >>>